Danica Maxwell Email & Phone Number

Dayton, Ohio, United States

• Managing and directing the daily activities of Member Support agents. This includes supervising, call monitoring, coaching, training, disciplining, and reviewing all associates through active Workforce Management associates to improve the efficiency and quality of work performed by agents.• Real-time monitoring of phone and email queue allocation parameters• Resolving escalated customer complaints and questions.• Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job. This includes identifying knowledge gaps for agents through call monitoring, agent communications and feedback from Senior Member Support agents.• Monitoring attendance and paid time off requests of associates, scheduling breaks and shifts, as necessary.• Ensuring compliance with all policies and procedures.• Identify opportunities for change and improvement to current Member Support Operations policies, procedures, work instructions and practices. Serves as the change agent for implementation.• Ensuring members and subscribers receive prompt, accurate and courteous responses to all calls and email correspondences.• Represent Member Support as an interface with Quality Assurance Development, Technology, Product Management, Marketing, Education & Training, Industry Engagement, Public Relations, Standards and Member Programs • Actively participate in product enhancement and releases and other special projects as required.

Remote

• Achieve, measure, report, and communicate metric goals to a team of 28 direct reports.• Ensure accurate and timely communication of client and campaign issues to the Operations Manager.• Assist with the transition of over 400+ agents during training and nesting to new programs.• Coach, mentor, and develop direct reports for skill expansion and promotional opportunities. • Drive consistent goals to achieve all key performance indicators and high customer service expectations through the chat channel.

Kettering, Ohio

• Managed and coached team by end of 2020 fall season to a 93% conversion rate from seasonal employees to core associates with an average 91% adherence and 89% competency scores• Managed specialty multi-channel contact team that supports customer calls, chats, emails and store contacts composed of 80% first time seasonal associates• Maintained associate efficiencies, KPI’s, and monthly scores while motivating individual improvement and team morale with monthly team meetings• Supported our live chat and store channels with a strong focus on customer satisfaction and first contact resolution• Integrated new selling techniques during the customer service contact to increase sales while maintaining the balance of our Customer First core value• Supported with escalated contacts through several communication channels by providing resources and finesse communications to support customers• Tested earning and development tools and guides for Salesforce implementation• Create and disseminate communications related to media alerts outside the business, change in processes, or as needed business updates to all 400+ frontline associates.

Kettering, Ohio, United States

• Managed time and responses efficiently while maintaining three customer chats.• Responsible for supporting customers with technical support, product inquiries, and order issues. • Resolved escalated contacts with active listening and effective communication. • Achieved a 90% average customer satisfaction score and gained a rating of ‘Greatly Exceeds’ in the yearly rating.

Kettering, Ohio

• Resolved an average of 350 inquires in any given week and consistently exceeded performance benchmarks in accuracy, speed, and volume.• Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds• Helped attain high customer service ratings (as determined by external auditors)-earned 95% marks in all scoring categories including communication, active listening, conflict resolution and customer satisfaction.

Bowling Green, Ohio, United States

• Managed consistent intake and usage to minimize product waste• Collaborated with other shift leaders to guarantee total restaurant cleanliness for every shift during transition• Monitored all food preparation to ensure orders are completed quickly and align with all food safety regulations• Scheduled employees based on anticipated staffing needs and employee availability while ensuring that workers are trained on proper food handling practices, safety, and cash handling procedures.

Bowling Green, Ohio, United States

Advise students on issues such as course selection, progress toward graduation, and career decisions. • Facilitate campus Q&A sessions for high school students to learn more about various topics of campus life. • Interviewed and hired additional undergraduate students to assist with SRT’s goals to increase diversity by increasing outreach to underprivileged high schools. • Budgeted for off campus recruiting events and selected members to attend based off their current campus positions and studies. • Participate in student recruitment, selection, and admission, making admissions recommendations when required to do so. • Assist in planning, promoting, and supervising a high school overnight program with over 100 students.